IT Service Desk Analyst

Description:

Position Overview:

Provides first and second level technical support to employees of the bank. Opens, directs and/or resolves Help Desk tickets from users. Provides desktop hardware support including builds, imaging troubleshooting and patching.

Primary Responsibilities:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal customers:

- In conjunction with the manager, provides direction and leadership to ensure SLA’s are met and Policies & Processes are adhered to. - Coordinating the delivery of workstation software patches. - Managing the Help Desk functions for response time, productivity and accuracy. - Monitoring IT Help Desk service requests to provide notification of recurring problems and determine additional training needs. - Assisting in ordering, installing and upgrading software and hardware. - Participating in analyzing new IT equipment, enhancements or upgrades to identify new features or functionality and testing prior to deployment. - Working with vendors to install, correct and maintain database interfaces and ensure proper security permissions have been applied. - Serving as a point of contact for all service calls to provide maintenance or warranty repairs for all bank hardware and software. - Reporting necessary information about the status of patch management, software and hardware inventory. - Developing project plans for hardware and software upgrades or new deployments.

Other Responsibilities:

- Assisting in proactively monitoring server audit and event logs. - Assisting in the support of WAN/LAN related hardware and software. - Assisting in resolving data and telecommunication related issues. - Participating in researching new technological advancements and productivity enhancement tools. - Assisting in the performance of basic IT security functions as required including the implementation of new user profiles, group policies and access to data or applications on the network. - Protecting the confidentiality of all financial data relating to bank operations and its customers. - Keeping current with industry advances in user software and hardware requirements related to the intranet or those applications where the employee has been designated as the application owner. Requirements:

• Bachelor’s degree in computer science or related technical field or four to five years of experience.

- Hardware/software installation and maintenance experience. - Experience in supporting Microsoft 365 environment. - Experience in Desktop Engineering. - Strong problem-solving and interpersonal skills. - Ability to relate complex material in “user friendly” manner and to interact within all levels of the Bank - Skill in recognizing recurring or related issues about which users consistently notify the IT team. - Knowledge of Web applications and development tools. - Planning and organizational skills, as well as analytical, and project management abilities. - Working knowledge of all banking operations and various software packages. - Ability to work flexible schedules. - Strong attention to detail.

Member FDIC/DIF